Sr. Director, Aftermarket & Customer Operations- Air & Water

At GE Appliances, a Haier company, we come together to make “good things, for life.” As the fastest-growing appliance company in the U.S., we’re powered by creators, thinkers and makers who believe that anything is possible and that there’s always a better way. We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together. The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: we come together , we always look for a better way , and we create possibilities . Interested in joining us on our journey? The Customer Success Leader will define and execute the strategy for all post-sales support across our Air & Water business. This executive will unify Quality, Service, Support, Training, Warranty, and Parts into one seamless customer experience, ensuring our residential, light commercial and commercial customers receive consistent, high-quality support at every touchpoint. As the single point of accountability for the end-to-end customer success journey, this leader will build a world-class function that drives customer satisfaction, loyalty, and lifetime value. Position Senior Director, Customer Success – Air & Water Location USA, Louisville, KY How You'll Create Possibilities Strategy & Leadership (40%) Develop and execute a comprehensive post-sales customer success strategy for HVAC, water heating, and water treatment products. Establish a single, unified point of contact for customers, ensuring seamless coordination across Quality, Service, Support, Training, Warranty, and Parts. Lead and inspire a cross-functional team to deliver exceptional customer experiences. Partner with Product, Sales, Operations, and Marketing to integrate customer feedback into continuous improvement. Customer Experience (30%) Build a “customer-first” culture with consistent standards for service excellence across all customer segments (dealers, distributors, contractors, retailers, end consumers). Implement best-in-class tools, processes, and KPIs to track and enhance customer satisfaction, NPS, response time, resolution rates, and retention. Establish a clear escalation path for complex customer issues and ensure rapid resolution. Quality Feedback (10%) Own the collection and analysis of field data from service calls, warranty claims, and parts performance to identify recurring quality issues. Maintain a dotted-line relationship with Supplier Quality to ensure customer insights directly inform supplier corrective actions and continuous improvement. Collaborate with Operations and Supplier Quality teams to drive root-cause resolution of systemic issues impacting customer experience. Operational Excellence (10%) Standardize service operations including warranty claims, spare parts availability, technical support, and training delivery. Develop scalable systems for knowledge management, self-service, and customer enablement. Ensure compliance with regulatory and safety requirements across service and support functions. Talent & Team Development (10%) Build and develop a high-performing Customer Success team with expertise in quality, technical service, customer support, training, and parts operations. Create professional development and training pathways for field and call center staff to ensure skill growth and retention. What You'll Bring to Our Team Basic Qualifications: 12+ years of leadership experience in customer success, service, or support roles, preferably within HVAC, water heating, or adjacent industries. Demonstrated ability to design and scale customer-facing operations. Strong understanding of service logistics, warranty processes, technical training, and parts distribution. Track record of building customer-first cultures and delivering measurable improvements in customer loyalty. Experience with digital tools and platforms for customer engagement, knowledge bases, and CRM systems. Exceptional communication, change leadership, and cross-functional collaboration skills. Our Culture Our work is centered on our People and Culture as reflected in our Zero Distance philosophy and we recognize the importance of reaffirming our commitment to inclusion and diversity (I&D). This underscores our commitment to fostering an environment where every individual feels valued, connected, and empowered to contribute, while positioning our organization to adapt seamlessly to the evolving needs of our workforce and communities. This reflects our dedication to creating solutions that: Empower colleagues by fostering an environment where all voices are heard, valued, and encouraged to contribute. Strengthen communities where we live and work. Reinforce a culture of belonging, purpose, and engagement. Reflect the diversity of the communities we serve through our workforce, products, and practices. By further embedding Zero Distance into our People and Culture framework, we will continue to build a deeply connected organization. We are cultivating a culture of engagement, belonging, and connection, because while attracting new talent remains a priority, retention is a cornerstone of our strategy. GE Appliances is a trust-based organization. It is important we offer our employees the flexibility they need to do their best work while balancing the needs of the business and individuals. When you join GE Appliances, you will have the opportunity to work with your leader to create a flexible work arrangement that balances the needs of the individual, team, and organization. GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. GE Appliances participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S If you are an individual with a disability and need assistance or an accommodation to use our website or to apply, please send an e-mail to